Years ago, in my plumbing company’s infancy, I got a call from an unhappy customer. One of my technicians had handled a routine service call differently than I would have. 

Ken Smith, RPG Plumbing Services, Virginia Beach, Virginia, will become president of PHCC-National Association at CONNECT 2026, Oct. 19-22, in Milwaukee. 

There is an age-old question that every business owner has to contemplate: Should I grow my business? 

In 2011, I moved to North Carolina, unaware of the ticking time bomb hidden behind my walls. Like many transplants, I knew very little about the unique quirks of local homes and infrastructure.

In October, a contractor walked into a supply branch holding a competitor’s quote.

Terms that I see everywhere today are influencer and thought leader. I do not purport to be one, but in reflecting on my long industry career, I certainly benefited from many of them.

Upon entering my office at work, you’ll see a placard with the following succinct statements: Be impeccable with your word. Don’t take anything personally. Don’t make assumptions. Always do your best.

Most rep principals can tell you their commission income to the dollar. Far fewer can tell you whether their revenue per employee, collection cycle or operating margin is ahead of the pack or quietly falling behind.

The use of Artificial Intelligence is no longer an option. It isn’t an experimental technology.